Determinación del número óptimo de agentes en un centro de atención al cliente: un estudio de simulación para la optimización de recursos humanos y calidad de servicio

Abstract

This document presents a simulation-based study to determine the optimal number of agents in Falabella's regional contact center. Using the Holt-Winters Additive forecasting method (MAPE 10.25%) and M/M/c queuing theory simulation, the research demonstrates that the current workforce of 85 agents is significantly oversized. The analysis reveals that reducing to 40 agents maintains the same service output (332 calls) while improving processing efficiency from 99.4% to 99.8%, resulting in annual cost savings of $594,000 (52.9% reduction). The study integrates time series analysis, goodness-of-fit tests, and discrete event simulation to provide a comprehensive workforce optimization framework that balances service quality with operational costs.